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EquipmentShare · 1 day ago

Customer Service Operations Analyst

Columbia, MO

Full-time

Onsite

Senior Level

5+ years exp

EquipmentShare is a company on a mission to transform the construction industry through innovative technology and real-time support. The Customer Service Operations Analyst will manage software and systems, conduct analysis and reporting, and drive performance improvements within the customer service operations.

ConstructionFleet ManagementSaaSService IndustrySoftware

Comp. & Benefits

Responsibilities

Manage Contact Center Software and tools efficiently

Become a SME (subject matter expert) in products, processes, and systems used by Customer Support Center

Own technical configuration of systems as required including new product rollout and adoption for the business configuration

Analyze IVR routing to ensure proper destination and outcomes for the business needs

Provide business analysis, business area assessment user needs analysis

Regularly review and refine dashboard reporting and performance management for consistency and clarity

Ensure managerial users can access, comprehend and utilize platform tools including performance management, quality management, and interaction analytics or equivalent applications

Identify campaign progress and performance gaps and collaborate with customer support management to develop actions plans based on KPIs

Work cross functionally with call center management to evaluate KPIs and performance at the team and individual level

Evaluates performance of the customer service function and suggests and coordinates implementation of process improvements

Communicate new/revised processes and changes to the team; ensure understanding of information and implementation of process/changes

Analyzes customer service operations to identify weaknesses, inefficiencies, or opportunities for improvement

Qualification

Customer support technologyData analysisPerformance managementAttention to detailProblem solvingStrategic thinkingMeet deadlinesInnovative mindsetSelf-starter